Lead leaders, develop capability, and help shape the member experience at one of Australia's award-winning superannuation funds.
Highlights
- Senior leadership role leading a team of Team Leaders within a large Member Services function
- Join an award-winning fund recognised for delivering strong member outcomes
- Partner closely with the Head of Member Services to drive performance, capability and continuous improvement
The Opportunity
An opportunity for an experienced contact Centre Manager to join an award-winning superannuation fund to play a key leadership role within its Member Services division. Reporting to the Head of Member Services, you'll lead a team of people leaders responsible for supporting members through important financial and life stages. This role combines operational leadership, people development and service excellence, ensuring teams consistently deliver high-quality member experiences while meeting business and regulatory requirements. You'll work closely with the broader leadership team to drive engagement, performance and continuous improvement initiatives, while helping to build a culture focused on member outcomes, accountability and excellence.
Key Responsibilities
- Lead, coach and develop a team of Team Leaders across the Member Services function
- Drive a high-performance culture focused on member outcomes and service excellence
- Monitor and improve operational performance, service levels, quality metrics and productivity outcomes
- Support the delivery of strategic initiatives and continuous improvement programs
- Use reporting, member feedback and operational insights to identify trends and opportunities for improvement
- Partner with stakeholders across Operations, Risk, Compliance and Technology to enhance member experiences
- Build leadership capability, succession pipelines and team engagement
- Ensure regulatory obligations, policies and service standards are consistently met
- Act as a senior escalation point for complex member matters and service issues
About You
You are an experienced people leader who understands how to lead leaders, build capability and create high-performing teams in a regulated environment. You'll bring:
- Demonstrated experience leading Team Leaders within a Member Services, Contact Centre or Customer Operations environment
- Previous experience within superannuation, financial services, insurance or banking
- A track record of improving operational performance, employee engagement and member outcomes
- Strong coaching and leadership development capability
- Experience leading teams through change and continuous improvement initiatives
- Excellent stakeholder management and influencing skills
- A data-driven approach to decision-making and performance improvement
Why Join?
This is an opportunity to join a highly respected and award-winning superannuation fund that is genuinely committed to improving members' financial futures. You'll work alongside an experienced leadership team in a role that offers visibility, influence and the opportunity to make a meaningful impact on the experience of thousands of members.
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